Forum Discussion

McStumpy's avatar
McStumpy
Tuning in
1 day ago

Appalling customer service

On 27th December my 80 year old dad stopped receiving email via his desktop client. 

He tried logging on to my virgin media and got a message saying his account has been locked. 

He phoned support to be told there had been a wider scale attack on a number of accounts. 

You would think unlocking the account would be child's play. But no. Multiple calls later and many failed promises for callback from the "IT department" and we are no further forward. 

Ive been on several of these calls with my dad and it's like torture. We had latest call just now and another promise of a callback that I have zero confidence in 

Ideally we should be passed straight through to IT but, no, it's a ticket that gets raised with a 5 day SLA. 

 

Anyone else having this unsolvable account lock out issue? 

 

5 Replies

  • Deepak_S's avatar
    Deepak_S
    Icon for Forum Team rankForum Team
    12 hours ago

    Hi Mcstumpy,

     

    We can definitely investigate this matter further for you. It seems you have been waiting a while for the issue to be resolved and had a few failed promises which is not the level of service we want for our customers! If it is okay with you, we would like to move this to private message so we can pass security. 

     

    Once you confirm that is okay- we can move forward🙂

  • McStumpy's avatar
    McStumpy
    Tuning in
    1 day ago

    The email password will need reset I'm sure, but I can't do that without logging on to my virgin media. Which we can't

  • McStumpy's avatar
    McStumpy
    Tuning in
    1 day ago

    Thanks but it's not the email password that's locked out , it's the password to my virgin media. 

    At virgin request I created a new Gmail account for him as he now needs that to log on rather than blueyonder. Virgin support keep sending a verify link to that email that gets a "link no longer valid" message when clicked on

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    1 day ago

    It may be the four word password for the email client needs reset.

    Try following these steps to see if a password reset allows access:
    Sign in to My Virgin Media
    Go to Account settings, then Account details
    Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail
    Then, under Virgin Media Mail app password tap Get password
    Continue the flow and a new secure password will be generated, and the mailbox unlocked
    Update any third-party apps that may be use to access your Virgin Media Mail emails with this new app password.